Reset Password Management: Frequently Asked Questions
What are the benefits of this service?
Instantly gain access to your locked out account without having to call
the Help Desk
No more waiting in the queue for the next
available Help Desk agent
- Service is available 24/7
which means you
can even gain access to your TCDSB account during non-bussiness hours
password if I have not enroled to the service?
you will have to call Help Desk to reset your password.
How do I enrol
to the service?
I have to use my external/personal email address when I enrol?
you enrol using your external/personal email address to enable PIN code
authentication in the event of a password reset or account unlock. This
also allows you
to receive updates regarding changes to your external/personal email
even if you cannot access your TCDSB account. This is an additional
- Click the Enrol
your user id, password, and complete the security verification
image, then click Continue
- Enter your
personal email address (this step is optional). Click Continue
to skip this step.
are 3 challenge questions required. Select Questions 1 and 2 from the
drop down list. Question 3 requires you to create a custom question and
provide the answer.
- Click enrol
cannot log into my TCDSB account, how do I reset my password?
must first enrol in the service in order to reset your password.
- Click the Reset Your
your Username and complete the security verification image, then click Continue
the corresponding answers to your challenge questions, then
- If you have registered your
personal email address, enter the PIN code sent to your
personal email address, then click Continue
your new password and enter it again to confirm, then
Reset Your Password
Can I reset my TCDSB account
Yes, in fact you can do this
from any device anywhere including your mobile device.
Simply access the internet using any of the supported web browsers
and go to ssrpm.tcdsb.org. Click here for a
list of supported browsers.
You must know your user id and password in order to enrol in the
Once you enrol you can then change your password at any time.
requirements of the challenge questions and the answers?
enrolment process will ask you to register 3 challenge questions where
1 & 2 you choose from a list of questions
then Question 3 you create your own
question requirements are:
I received the pop-up below while
the Self-Service Password Reset web portal, what should I do?
- Question 3 custom
question must be at least 5 characters long
must be at least 4 characters long
answer cannot be used twice or a word which is in the corresponding
cannot have the same answer for multiple questions
you go to the service to reset your password and enter the challenge
questions you have 6 attempts to answer correctly at which time your
account is blocked and you will have to wait 30 minutes to try again
If you receive the pop-up below or
similar, always choose “Not
site” and NEVER
This is known security issue
in Windows 7 and Windows 8.
is the "Unlock Your Account" option?
option should be used when your account is locked.
If you mistype your password 3 or more times your acount will
automatically lock. Other times the account may accidentally lock. Use
this option to unlock your account. This option will NOT reset your
unlocked my account using the service, what do I do next?
should now be able to login to your account using your current password.
My account has
been blocked from using the service, what do I do?
your account has been blocked from the service, it is most likely that
incorrect answers while
attempting to reset your password or unlock your account.
You will have to wait
30 minutes to make another attempt.
information that I enter into this service safe?
the answers that you enter in the service are safe. Security measures
such as irreversible
encryption are used to secure information in our system.
How to contact the TCDSB I.T. Help
Web (from any device) https://servicedesk.tcdsb.org Phone (Priority 1 call in) (416) 222-8282, ext. 4357 (HELP)
P.S.: WE HAVE CHANGED …
Did you know IT service needs differ and are generally broken down as:
- The Help Desk is now SERVICE DESK, start all IT requests with Service Desk
you contact us has changed, to submit requests or get updates we now
have a web friendly self-service page accessible from any device https://servicedesk.tcdsb.org
- Priority 1 requests please continue to call in for assistance
- something is not working and needs to be fixed such as printer not
working, application not working, this is an unplanned interruption to
a service or reduction in the quality of a service.
- Service Request
– the need for something such as a move, addition, change, a formal
request to provide something such as a password reset, access, new
employee set up, computer move, etc.